Operations Bern WardNational Operations Manager

2

Introduction

Growth• Customer• Product • Tier 1

Support• Resource • System - CRM• Facilities

3

AU Operations

Bern WardOperations

Blake HaverkampTech Support

Steve Quin

nSnr Tech Support

Michael Christie

Snr Tech Support

Hannah

SinclairTech Support

Chris

Maitland

Tech Support

Dale Bitanga

Tech Support

Jacob Todd

Level1 Support

Kodi Darvid

Level1 Support

Ben

Cutler

Level1

Support

Constantine Romanello

CRM

Karl Franc

isRMA

Kelly MillsProvisioning

Pradosh Poudyal

Provisioning

Sunder Madanu

Provisioning

Faye XieInventory

TBATransfers

Mark PottsInstallations

Rene Hamieh

Installer (NSW)

Peter Odgers

Installer (QLD)

Ian TuckerCo-ordinator

Rocky KhullarPro Services

Rajeev Setia

Specialist

Konrad Meldal-Johnsen

Specialist

Jake Parker

Pre-Sales

Abel Hawkins

SG

TBADominos

4

Confidential | 4

1. Wins – Average Days2. Challenges – RMA/Hardware Fulfilment3. Countermeasures – New Resource/New Processes

Kelly MillsTeam Lead

Sunder Madanu

Provisioning

Pradosh Poudyal

Provisioning

Faye XieLogistics

TBATransfers

Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

Average Days to Ship

AUSTarget

Fulfillment Team

5

Confidential | 5

1. Wins – BHP / Dominos / LWB / 146 Installers Australia Wide2. Challenges – Closing out TOW (Customer) / Bootstock3. Countermeasures – Process Review / Provisioning Resource

Mark PottsManager

Rene HamiehTech

Peter Odgers

Tech

Ian TuckerCo-ordinator

Service Team

6

Confidential | 6

Blake HaverkampM an ager

Steve QuinnSen io r R ep

Michael ChristieSen io r R ep

Hannah Sinclair Tier 2 R ep

Chris MaitlandTier 2 R ep

Dale Bitanga

Tier 2 R ep

Ben CutlerTier 1 R ep

Kodi DarvidTier 1 R ep

Jacob ToddTier 1 R ep

Constantine Romanello

Tier 1 R ep

1. Wins – CRM,Tier1/Product – MNav950,Qube300,AVL14.2,Calvin2. Challenges – Problem Management, Telco Outages, CRM, Time to

Respond, Culture3. Countermeasures – New Resource/CRM/Training

Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

Abandoned Rate

AUSTarget

Customer Support

7

1. Wins – Team / Dominos2. Challenges – Pre-Sales/Trials3. Countermeasures – Resource across all Trial approvals

Rocky KhullarManager

Konrad Meldal-Johnsen

Specialist

Rajeev SetiaSpecialist

Jake ParkerPre-Sales

Abel HawkinsSG

TBADominos

Professional Services

8

Confidential | 8

Tier 1 (Customer) Support

1. Migration – Commenced 9th March /

97% Dealerships Migrated

2. New Team

3. Training

4. CRM Auto-notifications / Dealer Reports

9

Confidential | 9

Tier 1 (Customer) Support

Call volumes not changing… yet?Need to change – Customer and DealerHow – prove ourselves!

Mar Apr May June0%

5%

10%

15%

20%

25%

30%

35%

Migrated %

July Aug Sept Oct Nov Dec Jan Feb Mar Apr May0

500

1000

1500

2000

2500

3000

3500

4000

4500

Customer Support Volumes

Emails Support Calls

10

Customer Experience Training

Confidential | 10

Aim:Build a Market Leading technical support experienceBy focusing on• Understanding customers’ & dealers’ needs• Providing a timely responses to queries

Identify

Understand

CollaborateSolution

Analyse

11

“AAA”

Confidential | 11

The

Issue

With

the

customer

That you will

work with them

“I understand that this issue must be slowing you down, if this were happening to me I would be stressed. Well I’ll look into it now and hopefully we can figure out what’s happening.”

12

Confidential | 12

CRM – Present

• Implemented 18th February

• Problem Ticketing

• Management Reporting

• Auto Response/Dealer Reports

• Driving Countermeasures

13

Confidential | 13

CRM – Ticket Categorisation

39%

30%

17%

9%6%

InstallQube - Cell / GPSUser - Add / RemoveAVLMnav 800

14

Confidential | 14

CRM – Ticket Resolution

Feb Mar Apr May

Opened 1155 2669 1845 2055

Closed 1072 2269 1775 2083

250

750

1,250

1,750

2,250

2,750

Tickets

Feb Mar Apr May50%55%60%65%70%75%80%85%90%95%

100%

% First Call

• Focus on closing aged tickets• 85% closed first call

15

Confidential | 15

Ticket Process

Open

Agent Response Required

Pending Service Booking

Pending Hardware Fulfilmen

t

Pending Service

Visit

Completed

Issue – Service Visits1. Tech not completing on-site2. Hardware not dispatched

Countermeasure1. Process redesign2. CRM monitoring3. Resource

Agent Response RequiredAwaiting Customer Response

Awaiting Dealer ResponseAwaiting Further Work

Awaiting Other ResponseEscalated to Global Ops

Pending Hardware FulfillmentPending Hardware Return

Pending Service Visit

0 50 100 150 200 250

Open Ticket Status

Agent Response RequiredAwaiting Customer Response

Awaiting Dealer ResponseAwaiting Further Work

Awaiting Other ResponseCompleted

Escalated to Global OpsPending Hardware Fulfillment

Pending Hardware ReturnPending Service Visit

Total

0 1 2 3 4 5 6

Avg Time to Close

16

Confidential | 16

CRM – Next Steps

• Dashboard / Serial # / Minor Enhancements• Phase 2 – Link to SAP for Service Orders• Phase 3 – Dealer and Customer Portal

Thank You